Tenants Guide How you get back the deposit at the end of the tenancy

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1 Tenants Guide How you get back the deposit at the end of the tenancy CUSTODIAL SCHEME This quick guide sets out what landlords and tenants need to do at the end of the tenancy to repay a deposit which is held by TDS Northern Ireland. To check if your deposit is held by the custodial scheme, check your Deposit Protection Certificate. The title at the top of your Certificate will tell you if your deposit is held by the custodial scheme: TDS Northern Ireland tenants guide to deposit repayment 1

2 In the TDS Northern Ireland scheme deposits are not repaid automatically as we do not know when a tenancy will end or how much of the deposit should be repaid to the tenant. In most cases the agent/landlord will start this process by completing an online Repayment Request. However it is also possible for the lead tenant to start this repayment process. The deposit repayment process started by the tenant If the lead tenant completes a repayment request, the agent/landlord will need to respond to this through their online TDS Northern Ireland account. If the agent/landlord disagrees and completes an alternative repayment request, the lead tenant will need to respond to this through their online TDS Northern Ireland account. TDS Northern Ireland tenants guide to deposit repayment 2

3 The deposit repayment process started by the agent/landlord If the landlord starts the repayment process the lead tenant will need to respond to this through their online TDS Northern Ireland account. The process shown above also applies where the tenant is first to complete a repayment request, but the agent/landlord disagrees with it and completes an alternative repayment request. The lead tenant will need to respond to this through their online TDS Northern Ireland account. Step by Step Tenant completing a repayment request 1. Log into the TDS Northern Ireland account When the deposit was first protected, TDS Northern Ireland sent each tenant an asking the tenant to activate their online account. Setting up an account The tenant must first set up their account by clicking in the link in the Welcome . If this has expired you should request another activation via the login screen and we will you one as long as we have the address registered on the system. TDS Northern Ireland tenants guide to deposit repayment 3

4 2. Lead tenant raises repayment request When the lead tenant logs into their account, they will see the deposit(s) that they are connected to. If the tenant has more than one deposit registered with the scheme. They will see a list of their deposits and will need to select the View option for the relevant tenancy. This will show them the deposit summary for that tenancy. If the tenant has only one deposit registered with the scheme they will be taken straight to the deposit summary. TDS Northern Ireland tenants guide to deposit repayment 4

5 The lead tenant selects the option Request Repayment of Deposit at the bottom of the screen: 3. Updating the tenant s bank and contact details At this stage the tenant is required to provide their payment details as these will be needed when any payments are made once the process has been completed. TDS Northern Ireland needs these even if the tenant will not be claiming any monies at the end of the process in case we do end up having to pay monies to the tenant. If payment details have already been provided, the tenant is given the opportunity to update them. At the same time the tenant can update their contact details. When ready to continue, the tenant selects Continue. TDS Northern Ireland tenants guide to deposit repayment 5

6 4. Completing the tenant s repayment request The form will ask the tenant to provide the following information: a tenancy end date (this cannot be a date in the future) the amount of the deposit that the tenant wants to be paid to them. Where there are joint tenants, the page will split the amount to be paid to the joint tenants equally between each of them. The lead tenant can then change the amount to be repaid to each joint tenant. the amount of the deposit that they propose is paid to the agent/landlord: The tenant enters the required information and selects Continue TDS Northern Ireland tenants guide to deposit repayment 6

7 5. Confirming the tenant s repayment request The next screen shows a summary of the repayment request (which can still be edited by selecting the Edit option). The tenant must agree to the scheme rules and also consent to the details of their repayment request being sent to the agent/landlord. To complete their repayment request, the tenant confirms their agreement to the scheme rules and selects the Submit option. TDS Northern Ireland tenants guide to deposit repayment 7

8 6. What happens next? After the repayment request has been submitted, TDS Northern Ireland will: send a copy of the repayment request to the agent/landlord the agent/landlord then has 30 working days to respond; send the tenant a confirmation confirming details of the repayment request made by them. 7. The agent/landlord does not respond to the tenant s repayment request? If the agent/landlord does not respond to the tenant s repayment request, they will be sent a reminder after 15 working days. If there is no response after 30 working days, the deposit will be repaid to the tenant in full. TDS Northern Ireland tenants guide to deposit repayment 8

9 Step by step Responding to the agent/landlord s repayment request The tenant will log onto the TDS Northern Ireland website and set out: how much of the deposit they wish to return to the agent/landlord and how much of the deposit should be paid to them. Under the TDS Northern Ireland scheme any payments to the agent/landlord have to either be: agreed with the tenant; or made as a result of a TDS Northern Ireland Adjudication made where the tenant does not wish the scheme to resolve their dispute. 1. Log into the TDS Northern Ireland account When the deposit was first protected, TDS Northern Ireland sent each tenant an asking the tenant to activate their online account. Setting up an account The tenant must first set up their account by clicking in the link in the Welcome . If this has expired you should request another activation via the login screen and we will you one as long as we have the address registered on the system. TDS Northern Ireland tenants guide to deposit repayment 9

10 2. Lead tenant reviews the agent/landlord s repayment request When the lead tenant logs into their account, they will see the deposit(s) that they are connected to. If the tenant has more than one deposit registered with the scheme. They will see a list of their deposits and will need to select the View option for the relevant tenancy. This will show them the deposit summary for that tenancy. If the tenant has only one deposit registered with the scheme they will be taken straight to the deposit summary. The lead tenant selects the following options at the bottom of the deposit summary screen: View Repayment Request displays a summary of the agent/landlord repayment request, and allows the tenant to select further options to either print it or download a PDF copy Respond to repayment request allows the tenant to respond to the repayment request NB only the lead tenant has this option. TDS Northern Ireland tenants guide to deposit repayment 10

11 TDS Northern Ireland tenants guide to deposit repayment 11

12 3. Updating the tenant s bank and contact details At this stage the tenant is required to provide their payment details as these will be needed when any payments are made once the process has been completed. TDS Northern Ireland needs these even if the tenant will not be claiming any monies at the end of the process in case we do end up having to pay monies to the tenant. If payment details have already been provided, the tenant is given the opportunity to update them. At the same time the tenant can update their contact details. When ready to continue, the tenant selects Continue. TDS Northern Ireland tenants guide to deposit repayment 12

13 4. Responding to the agent/landlord s repayment request The lead tenant is shown the agent/landlord s repayment request. The lead tenant confirms the date they consider the tenancy ended, and chooses one of the options for responding to the repayment request and selects Continue. Response to repayment request with joint tenants: note that where joint tenants are involved and an amount is due to them, the lead tenant will see an additional option which allows them to agree to the request but go on to change the split between the tenants. TDS Northern Ireland tenants guide to deposit repayment 13

14 5. Tenant accepts the agent/landlord s repayment request If the tenant selects the option agreeing with the agent/landlord s repayment request they will be shown a warning that this will result in the repayment of the deposit. The tenant must select the I agree button to confirm their agreement and continue. The tenant is then shown a success message confirming that payment will be made within 5 working days. Where a tenant accepts the agent/landlord s repayment request this is the end of the process. TDS Northern Ireland tenants guide to deposit repayment 14

15 6. Tenant does not accept the agent/landlord s repayment request If the tenant does not accept the agent/landlord s repayment request they will need to decide whether or not they wish the dispute to be resolved using TDS Northern Ireland s free Alternative dispute Resolution (ADR) process. To dispute the agent/landlord s repayment request the tenant must select one of the bottom two options: Where the tenant indicates that they do not wish to use the scheme s dispute resolution mechanism this means that the deposit will be repaid as per the agent/landlord s repayment request. The tenant will need to take legal proceedings subsequently if they wish to challenge repayment of the deposit. The tenant will see a warning about this and must select Continue to proceed. TDS Northern Ireland tenants guide to deposit repayment 15

16 TDS Northern Ireland tenants guide to deposit repayment 16

17 Where the tenant indicates that they do wish to use the scheme s dispute resolution mechanism they will be able to give their response to the agent/landlord s repayment request, showing what it is that they want to happen to the deposit. The tenant completes a breakdown for the payments to be made from the deposit and selects Continue. TDS Northern Ireland tenants guide to deposit repayment 17

18 7. Confirming the tenant s response to the agent/ landlord s repayment request The tenant will see a new screen where the summary of their response to the repayment request is shown (which can still be edited by selecting the Edit option). The tenant must agree to the scheme rules and also consent to the details of their response to the repayment request being sent to the agent/landlord. To complete their repayment request, the tenant selects the Submit option. TDS Northern Ireland tenants guide to deposit repayment 18

19 TDS Northern Ireland tenants guide to deposit repayment 19

20 8. What happens next? After the tenant has responded to the repayment request, TDS Northern Ireland will: send a copy of the repayment request to the agent/landlord, usually by ; send the tenant a confirmation confirming details of the repayment request made by them. Where the tenant does not agree the repayment request and wants to use the ADR service, all parties are advised that they must attempt to resolve the dispute first. Both the tenant and landlord should contact each other in an effort to resolve the dispute. The dispute is placed on hold for 10 working days to allow this to happen. The agent/landlord should now discuss the matter with the tenant in order to resolve the matter. At any stage in this 10 working day period either party can revise their repayment request. TDS Northern Ireland tenants guide to deposit repayment 20

21 9. Tenant agrees with the agent/landlord s repayment request The tenant can accept the agent/landlord s repayment request by logging back into their account and accepting it. TDS Northern Ireland will then make the revised payments in 5 working days. To accept the agent/landlord s repayment request the tenant: accesses their deposit summary and selects the option update repayment request selects the option I agree to agent/landlord s repayment request shown above the tenant will be shown a warning asking them to confirm their agreement the tenant selects the option I agree TDS Northern Ireland tenants guide to deposit repayment 21

22 10. Tenant does not agree with the agent/landlord repayment request The tenant needs to choose one of the following three options. Option 1: to advise TDS Northern Ireland that the agent/landlord agrees with the tenant repayment request The tenant selects the option The agent/landlord agrees to my repayment request as shown above The page will ask the tenant to confirm that they are happy for the scheme to confirm this agreement with the agent/landlord. The tenant selects the option I agree The dispute will remain on hold for the remainder of the 10 working day period for the agent/landlord to confirm their agreement: If the agent/landlord confirms their agreement to the repayment request TDS Northern Ireland will advise the tenant of the acceptance and will make payment(s) within 5 working days If repayment of the deposit is not agreed after 10 working days, TDS Northern Ireland will contact the agent/landlord to confirm whether or not there is still a dispute. TDS Northern Ireland tenants guide to deposit repayment 22

23 Option 2: to amend their repayment request The tenant selects the option I wish to amend my repayment request. The tenant will be shown a copy of each party s repayment request, and can amend the amounts in their own repayment request. The tenant can reduce amounts that they wish to receive from the deposit, and can increase what they are prepared to pay the agent/landlord. The tenant updates the figures in their repayment request and selects Continue TDS Northern Ireland tenants guide to deposit repayment 23

24 The tenant will be shown their revised figures, and can change them by selecting the option to Edit or can complete the process by selecting Submit Option 3: to advise TDS Northern Ireland that it has not been possible to reach any further agreement The tenant selects the option It has not been possible to reach any further agreement. TDS Northern Ireland tenants guide to deposit repayment 24

25 The tenant is asked to confirm whether they have discussed the repayment request with the agent/landlord. Where the tenant advises that they have not discussed their repayment request with the agent/landlord, they will be advised that this may delay the handling of their case. They should continue to try to reach agreement with the agent/landlord during the remainder of the 10 working day period. To complete their response the tenant selects Continue. Where the tenant advises that they have discussed their repayment request with the agent/landlord, the page will require them to state what they have done to try and reach an agreement. TDS Northern Ireland tenants guide to deposit repayment 25

26 Where no agreement has been reached at the end of the 10 working day period, TDS Northern Ireland will seek to resolve the matter through Alternative Dispute Resolution as long as TDS Northern Ireland is satisfied that the parties have made reasonable attempts to resolve the dispute both parties have agreed to TDS Northern Ireland resolving the dispute If TDS Northern Ireland does not consider that the parties have made reasonable attempts to resolve the dispute, we may ask them to continue to try to do so before any dispute is progressed. TDS Northern Ireland tenants guide to deposit repayment 26

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